PROCESS MAP TEMPLATE
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PROCESS DETAILS
Process name:
Starts when (the trigger):            e.g. "Customer order arrives by email"
Ends when (the finished result):      e.g. "Invoice sent and order closed"
Process owner (one person):
People involved (roles, not names):
Systems and spreadsheets used:
Mapped by:                            Date:

STEPS
Write each step as a verb and a thing ("Enter order", "Approve quote").
Map what really happens today, not what the manual says.

| #  | Step                | Who (role) | System or spreadsheet | Passes to (next role/system) | Typed in again? What? | Waits for / usual delay |
|----|---------------------|------------|-----------------------|------------------------------|-----------------------|-------------------------|
| 1  |                     |            |                       |                              |                       |                         |
| 2  |                     |            |                       |                              |                       |                         |
| 3  |                     |            |                       |                              |                       |                         |
| 4  |                     |            |                       |                              |                       |                         |
| 5  |                     |            |                       |                              |                       |                         |
| 6  |                     |            |                       |                              |                       |                         |
| 7  |                     |            |                       |                              |                       |                         |
| 8  |                     |            |                       |                              |                       |                         |

DECISIONS
| At step | Question (yes/no)           | If yes, go to | If no, go to |
|---------|-----------------------------|---------------|--------------|
|         |                             |               |              |
|         |                             |               |              |

HAND-OFFS AND RE-KEYING
Every place the work passes to another person or another system.

| From step | To step | How it passes (email, paper, file, system) | Retyped? | What goes wrong here |
|-----------|---------|--------------------------------------------|----------|----------------------|
|           |         |                                            |          |                      |
|           |         |                                            |          |                      |
|           |         |                                            |          |                      |

WHAT WE NOTICED
Where it waits longest:
Where mistakes happen:
Where people check, chase or ask "where is it up to?":
Side spreadsheets, notes or workarounds:
Steps nobody can explain ("we've always done it"):

COUNT BEFORE ANYTHING CHANGES
Times this process runs per week:
Time from start to end (usual / worst):
Number of hand-offs:
Number of places the same details are typed in:
Hours a week spent re-keying or chasing (estimate):
Errors, credit notes or rework per month:

SWIMLANE SKETCH (optional)
One row per role or system. Draw the steps left to right; arrows show hand-offs.

Sales      : [1 Take order] --> [2 Enter order] ------------------------------>
Warehouse  :                          --> [3 Pick] --> [4 Dispatch] --Accounts   :                                                            --> [5 Invoice]
System     :   email                 order system    paper docket          accounting

NEXT STEPS
Biggest problem to fix first:
Who will write the SOP for this process:
Date to review this map: